Medical Assistant

As the initial contact with PPSP patients and the public, our Medical Assistant represent our commitment to superior customer service and top-quality medical care. As a member of a fast-paced and closely-coordinated work team, participate in achieving established goals for productivity, quality and risk management. In the performance of all front and back office duties, adhere to PPSP mission, policies, procedures, medical standards and guidelines, as well as relevant federal and state regulations.

It has been determined that the position of RHCA requires the performance of certain duties that place the employee at risk of an occupational exposure. For a list of these position-specific duties, see Occupational Exposure Determination of the Policy & Procedure Manual (Sect. XVI-B).

DUTIES AND RESPONSIBILITIES

1. Customer service
   1. Greet patients and visitors in a positive, friendly manner
   2. Anticipate patient needs and take action to increase satisfaction from beginning to end of visit
   3. Maintain and protect the confidentiality of patient information
   4. Demonstrate a commitment to PPSP’s core values of commitment, health, inclusion, respect and fairness

1. Front desk (reception and check-out)
   1. Register patients
   2. Verify and document insurance coverage; inform patients of anticipated costs, including co-pays and prescriptions
   3. Monitor, manage and keep others informed about patient flow, to ensure optimal patient care and satisfaction
   4. Calculate and collect patient fees; create payment plans with patients
   5. Disburse contraceptive supplies with correct authorization and documentation

1. Counseling
   1. Perform medical and social history intake
   2. Review patient’s financial information; collect documents, complete forms, ask clarifying questions to confirm accuracy of information, and determine eligibility for subsidized services
   3. Provide basic education and counseling for reproductive health issues including birth control and pregnancy prevention, sexual behavior risk reduction and pregnancy options; support patient in understanding and choosing from available options; offer and provide referrals as appropriate

1. Lab and follow-up
   1. Perform lab work, including (but not limited to) venipuncture, pregnancy, blood pressure, hemoglobin, weight and height; clearly communicate to patient about which tests are being performed, and why.
   2. Follow-up with patients with adverse medical reports; provide education and referrals as directed

1. Patient records
   1. Prepare and assemble patient charts and maintain chart filing system
   2. Enter patient data into electronic Patient Management System; participate in migration to Electronic Medical Records
   3. Complete paper and electronic charting promptly, accurately and thoroughly, and audit as required

1. General center operations
   1. Display initiative in maintaining an attractive and clean environment, including waiting room, lab, exam rooms and reception area
   2. Perform basic center operations, including (but not limited to) answering phones; making appointments; routing incoming mail and faxes; filing, copying and transmitting records; completing forms; submitting reports
   3. Complete day-end financial procedures, such as payment reconciliation and preparing deposits

1. Center, department and agency goals
   1. Participate in staff meetings, trainings and audits
   2. Assist in training of new employees and volunteers
   3. Accept individual responsibility for, and participate in, efforts to achieve center, department and agency goals
   4. Perform other duties as assigned

PROBLEM-SOLVING:

Independently solves routine questions and/or problems by selecting solutions from a variety of established standards or procedures. On matters beyond job scope, knowledge or experience (e.g. medical issues, facility or equipment needs, staffing questions), consults Center Manager or Assistant Manager and/or Clinician.

FISCAL RESPONSIBILITY:

Calculates patient fees, requests and collects fees for service, enters data in computer that composes the patient account and generates payment required for services. Communicates clearly with patients about what services are being charged. Creates payment plans with patients who leave balances. Processes credit cards, collects checks and cash. Reconciles payments with computer system at end of day, including accounting for cash kept in drawer. Makes bank deposits and small purchases with petty cash.

CONTACTS:

Counsels and educates diverse customers seeking health services or health-related information and may interact with their family members and friends. Interacts with vendors for deliveries and repairs. Meets with community members, including center-based volunteers. Works very closely with other members of the patient care team, at home center and other centers. Has extensive contact with staff throughout the agency, in departments including Finance, Facilities, IT and Purchasing.

SUPERVISION:

Supervision responsibilities may include training other staff on RHCA tasks, providing direction and oversight to on-call RHCAs, and/or acting as charge person in the absence of a Center Manager.

KNOWLEDGE, SKILL AND ABILITY:

• Technology skills: Ability to perform data entry with a high degree of accuracy; ability and willingness to use email as an essential work tool; basic to intermediate word processing skills
• Math skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to handle money, including making change and calculating balances
• Written language: Ability to read and understand documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to accurately document patient responses, and complete routine reports and correspondence, using clear, concise, objective language and correct grammar and spelling; ability to learn and use medical terminology, including approved abbreviations
• Oral communication: Ability to inform and explain in a factual, polite and highly-professional manner, with a strong focus on completing tasks pleasantly and correctly; extremely strong listening skills, with ability to summarize accurately and seek clarification and confirmation patiently and efficiently
• Customer service: People-focused, service orientation, with a warm, caring manner; ability to communicate effectively and respectfully with people of diverse cultures and backgrounds; skill in resolving basic complaints in a calm, professional and customer-focused manner
• Work style: Exceptionally strong attention to detail; willingness and ability to adhere strictly to standard procedures; accountability for highly-precise processes and high-quality results; ability to exercise care when performing repetitious activities; ability to work quickly in order to meet deadlines and productivity expectations
• Learning style: Drive to learn new information and systems; commitment to complete training requirements within mandated timeframes; interest in continuously expanding knowledge and skills to increase effectiveness and adapt to change; ability to learn and perform basic lab tests including venipuncture, CPR certification training
• Teamwork: Interest in sharing authority, responsibility and accountability with others; commitment to assuring that own tasks and shared tasks are completed in a timely and accurate fashion
• Work schedule and location: Ability and willingness to travel to locations other than home center; ability and willingness to work evenings and Saturdays, and flexible hours as required

EDUCATION, EXPERIENCE, TRAINING AND CERTIFICATION:

• High School Diploma or GED required
• Minimum of two (2) years of customer service or related experience required
• Prior experience or demonstrated interest in health care preferred
• Bilingual candidates: to qualify for incremental bilingual rate, successful completion of PPSP-mandated language assessment required